Service Design Consultant

📍 Job Overview

Job Title: Service Design Consultant Company: Accenture Location: London, United Kingdom (Also open to Manchester and Edinburgh) Job Type: FULL_TIME Category: Consulting / Digital Experience Design / Public Sector Services Date Posted: November 06, 2025 Experience Level: Mid-Level to Senior (5-10 years) Remote Status: Hybrid

🚀 Role Summary

• This Service Design Consultant role focuses on transforming client services through human-centered design principles and methodologies within Accenture Song's Service division.
• The position involves owning and driving end-to-end design projects, from initial research and ideation through to prototyping and implementation, ensuring client needs are met with innovative solutions.
• A key aspect of the role includes collaborating with diverse cross-functional teams, including UX/UI designers, business analysts, strategy consultants, and developers, to deliver cohesive and impactful service experiences.
• The consultant will be responsible for facilitating workshops, conducting user research, and advocating for user-centric design practices both internally and with clients, particularly within the Health, Government, Education, and Public Sector industries.

📝 Enhancement Note: The role is situated within Accenture Song, a division focused on digital experiences, and specifically within the "Song Service" team, which targets mission-driven institutions like health services, government agencies, and educational bodies. This implies a strong emphasis on public sector and social impact projects, requiring an understanding of related regulations and user needs.

📈 Primary Responsibilities

• Lead and manage workstreams within design projects, guiding clients through the entire service design lifecycle from research and ideation to prototyping and implementation.
• Develop and utilize key service design artefacts such as customer journey maps, service blueprints, personas, and experience flows to visualize user needs, identify pain points, and communicate design recommendations.
• Facilitate engaging co-creation workshops with clients, stakeholders, and end-users to foster innovation and generate compelling service concepts.
• Collaborate effectively with multidisciplinary teams, including UX/UI designers, business analysts, strategy consultants, and developers, to ensure service solutions are technically feasible and strategically aligned with client business objectives.
• Create and test service prototypes, ranging from low-fidelity concepts to high-fidelity interactive experiences, iterating based on user feedback and business insights to refine the final solution.
• Champion human-centered design principles and methodologies within Accenture and with clients, cultivating a culture that prioritizes user needs and continuous improvement.
• Conduct comprehensive qualitative and quantitative research, including user interviews, workshops, surveys, and ethnographic studies, to deeply understand user behaviors, needs, and motivations.
• Stay abreast of the latest industry trends, emerging methodologies, and cutting-edge technologies in service design and customer experience to bring best practices to client engagements.
• Translate complex user needs and business requirements into clear, actionable design strategies and tangible service offerings.
• Present and rationalize design decisions effectively to various stakeholders, including senior leadership, ensuring buy-in and alignment.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking, hands-on design execution, and strong client-facing skills. The emphasis on "owning workstreams" and "leading Service Design workstreams" suggests a need for project management capabilities alongside core design expertise. The requirement to "advocate for human-centered design" indicates a proactive role in shaping client and internal perspectives.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is typically expected for roles of this nature, providing a strong theoretical foundation for design principles.

Experience: Professional experience in Service Design, with demonstrated participation in all phases of an end-to-end design process (shaping, designing, testing, refining, launching services). A minimum of 5-10 years of relevant experience is anticipated for a Consultant level role at Accenture.

Required Skills:

• Service Design Expertise: Proven ability to apply service design methodologies and tools (e.g., journey maps, blueprints, personas) to solve complex client challenges.
• Human-Centered Design: Deep understanding and practical application of human-centered design principles throughout the design process.
• User Research: Proficiency in conducting and synthesizing qualitative and quantitative user research, including interviews, surveys, and ethnographic studies.
• Prototyping & Iteration: Experience in creating various fidelity prototypes and iterating on designs based on user feedback and business insights.
• Workshop Facilitation: Skilled in designing and leading co-creation workshops with diverse groups of stakeholders and users.
• Cross-functional Collaboration: Ability to work effectively with UX/UI designers, business analysts, strategists, developers, and other disciplines.
• Communication & Presentation: Strong verbal and written communication skills, with the ability to articulate design rationale and influence stakeholders at various levels.
• Problem-Solving: Demonstrated ability to analyze complex problems, identify root causes, and develop innovative and effective solutions.
• Analytical Skills: Capacity to interpret data, identify trends, and translate insights into actionable design recommendations.
• Client Engagement: Experience working directly with clients, understanding their business needs, and building trusted relationships.

Preferred Skills:

• Government Digital Service (GDS) Standards: Familiarity with GDS standards and the Gov.uk design system.
• Industry Experience: Experience in Financial Services, Health and Public Sector, or Communications, Media & Technology (CMT).
• Business Strategy Alignment: Ability to define strategic service visions and value propositions that align with client business strategy.
• Continuous Improvement: Application of continuous improvement techniques to service design and delivery.
• Senior Stakeholder Management: Experience in owning and managing relationships with senior leadership.
• Business Outcome Ownership: Experience in owning and managing business outcomes related to service design initiatives.
• Relevant Certifications: Holding certifications in Service Design or related disciplines.
• Security Clearance: Eligibility for Baseline Personal Security Standard (BPSS) checks.

📝 Enhancement Note: The "Craft" and "Delivery" sections in the original description directly translate into the required and preferred skills. The emphasis on "mindset" suggests that candidates who can demonstrate creativity, adaptability, and a proactive approach to development will be highly valued. The BPSS eligibility is a critical requirement for public sector work.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstration of End-to-End Design Process: The portfolio must showcase a candidate's ability to manage and execute across all stages of the service design lifecycle, from initial problem framing and research to concept development, prototyping, testing, and implementation guidance.
• Visualization of Complex Systems: Include examples of service blueprints, customer journey maps, and system diagrams that effectively visualize complex user experiences and service ecosystems.
• Case Studies of Impactful Solutions: Present detailed case studies of projects where service design thinking led to tangible improvements in user experience, operational efficiency, or business outcomes.
• User Research Synthesis: Showcase how user research findings were translated into actionable design insights and informed design decisions.
• Prototyping and Iteration Examples: Provide examples of prototypes developed (low to high fidelity) and evidence of how user feedback was used for iteration and refinement.

Process Documentation:

• Workflow Design and Optimization: Evidence of designing and optimizing complex service workflows to enhance user satisfaction and operational efficiency.
• Implementation and Automation: Examples of how service designs were translated into implementable solutions, potentially involving digital products or process automation.
• Measurement and Performance Analysis: Demonstrate an understanding of how to measure the success of service designs post-implementation, using relevant metrics to track performance and identify areas for further improvement.

📝 Enhancement Note: Accenture, as a large consulting firm, places a high value on structured, evidence-based work. A portfolio that clearly articulates the process, rationale, and impact of design decisions is crucial. For this role, demonstrating experience in public sector or regulated environments (like GDS standards) would be a significant advantage.

💵 Compensation & Benefits

Salary Range: Accenture Consultant roles in London, UK, typically fall within a broad range depending on experience, specialization, and specific project demands. For a Service Design Consultant with 5-10 years of experience, a competitive salary range would likely be between £55,000 and £75,000 per annum. This estimate is based on industry benchmarks for consulting roles in London, considering the cost of living, typical responsibilities, and Accenture's compensation structure for this level.

Benefits:

• Competitive Basic Salary: A foundational salary commensurate with experience and market rates.
• Annual Performance Bonus: An incentive program tied to individual and company performance.
• Equity Opportunities: Potential to acquire company equity, aligning personal success with organizational growth.
• Comprehensive Health & Wellbeing:
  • Private Healthcare Insurance Plan
  • Mental Wellbeing Support services
  • Employee Assistance Programme (EAP) offering counselling and support
• Generous Leave Policy:
  • 25 days of annual leave.
  • 3 additional volunteering days per year.
• Family & Work-Life Balance:
  • Family-friendly policies.
  • Flexible work arrangements.
  • Generous Parental Leave offerings.
• Financial Wellbeing:
  • Attractive Pension Plan.
  • Financial wellbeing support and resources.
• Professional Development:
  • Career Development programs and resources.
  • Counselling for professional growth.

Working Hours: While the standard full-time work week is typically 40 hours, Accenture emphasizes flexibility. Project demands may require extended hours, but the company promotes work-life balance through flexible policies and understanding of individual needs. Hybrid working means a portion of time will be spent in the office or at client sites.

📝 Enhancement Note: Salary ranges for consulting roles in major cities like London are highly variable. This estimate aligns with industry data from sites like Glassdoor, LinkedIn Salary, and Payscale for similar roles at comparable firms in the UK. The extensive benefits package reflects Accenture's commitment to employee well-being and professional growth, which is a significant draw for candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Accenture operates within the Professional Services industry, with a strong focus on Technology, Consulting, and Digital Transformation. Accenture Song specifically is a digital marketing and customer experience agency. The "Song Service" team within Song focuses on transformative digital experiences for clients in Health Services, Government Agencies, Education, and Public Sector institutions.

Company Size: Accenture is a global powerhouse, employing approximately 791,000 people worldwide, making it one of the largest professional services organizations globally. This vast scale offers extensive opportunities for networking, career development, and exposure to a wide array of industries and clients.

Founded: Accenture was founded in 1989 (as Andersen Consulting, evolving from Arthur Andersen & Co. in 1950). Its long history signifies stability and deep-rooted expertise in business and technology consulting.

Team Structure:

• Song Service Team: This team is likely structured around client portfolios or specific service offerings within the public sector and health domains. Team members will possess diverse skill sets, including service designers, UX/UI designers, strategists, business analysts, and project managers.
• Reporting Structure: Consultants typically report to a Manager or Senior Manager, who in turn reports to a Director or Managing Director. Within client projects, there will be direct reporting lines to project leads and client counterparts.
• Cross-functional Collaboration: Collaboration is a cornerstone of Accenture's culture. Song Service consultants will work closely with teams across Accenture's broader offerings (Technology, Operations, Strategy & Consulting) to deliver integrated solutions.

Methodology:

• Data-Driven Insights: Accenture emphasizes leveraging data analytics to inform strategy, design, and implementation, ensuring solutions are grounded in evidence and deliver measurable value.
• Agile & Iterative Processes: The company generally adopts agile methodologies, promoting flexibility, continuous feedback, and iterative development to adapt to evolving client needs and market dynamics.
• Human-Centered Design: As evidenced by this role, a strong focus on understanding and designing for the end-user's needs and experiences is paramount.

Company Website: www.accenture.com

📝 Enhancement Note: The "Song Service" context is crucial. It indicates a focus on public good and mission-driven organizations, which often come with unique ethical considerations, regulatory frameworks (like GDS), and stakeholder complexities compared to purely commercial entities. This requires a nuanced approach to design and implementation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at the Consultant (CL9) level within Accenture. This signifies a mid-to-senior level professional responsible for leading specific workstreams, contributing significantly to project strategy and delivery, and mentoring more junior team members. They are expected to operate with a high degree of autonomy and possess deep expertise in their domain.

Reporting Structure: As a Consultant, you will report to a Manager or Senior Manager. Within project teams, you will work collaboratively with peers and report to project leads, while also engaging directly with client stakeholders at various levels.

Operations Impact: The Service Design Consultant's impact is directly tied to enhancing the effectiveness, efficiency, and user satisfaction of client services, particularly within the public sector and health domains. This can translate into improved citizen engagement, streamlined government processes, better patient experiences, and more effective educational platforms, ultimately driving tangible value and societal benefit.

Growth Opportunities:

• Specialization: Deepen expertise in specific industries (e.g., Health, Public Sector) or service design disciplines (e.g., digital service strategy, ethical design).
• Leadership Development: Progress to Senior Consultant, Manager, and beyond, taking on larger project leadership roles and client relationship management responsibilities.
• Cross-Disciplinary Exposure: Gain experience in related fields like digital strategy, technology implementation, change management, and data analytics through diverse project engagements.
• Global Mobility & Network: Leverage Accenture's global presence for international assignments and access to a vast network of experts.
• Continuous Learning: Access to Accenture's extensive training programs, certifications, and knowledge-sharing platforms to stay at the forefront of industry trends.

📝 Enhancement Note: The Consultant level at Accenture implies a transition from individual contributor to a role with greater leadership and client-facing responsibilities. The "Song Service" focus offers a unique growth path within public-facing digital transformation, distinct from purely commercial GTM or revenue operations roles.

🌐 Work Environment

Office Type: Accenture operates a hybrid work model. This means consultants will spend time working remotely, from Accenture offices, and at client sites. The emphasis is on flexibility, with the expectation that physical presence is required for collaborative work, client meetings, and team building.

Office Location(s): The role is open to London, Manchester, and Edinburgh. Accenture offices in these locations serve as hubs for collaboration, training, and client engagements.

Workspace Context:

• Collaborative Environment: Accenture offices are designed to foster collaboration, with meeting rooms, hot-desking areas, and communal spaces to encourage interaction among team members and across different practice areas.
• Technology & Tools: Consultants will have access to Accenture's robust technology infrastructure, including high-speed internet, collaboration software, and specialized design and analysis tools necessary for their work.
• Team Interaction: Regular team meetings, workshops, and social events (both virtual and in-person) are common, promoting a strong sense of community and shared purpose.

Work Schedule: The standard work week is 40 hours. However, client project demands may necessitate flexible scheduling and occasional overtime, balanced by Accenture's commitment to work-life integration and the hybrid model. The emphasis is on delivering outcomes rather than strictly adhering to fixed hours.

📝 Enhancement Note: The "hybrid working" aspect is a key part of the work environment. For this role, it implies a need for adaptability and a willingness to travel to client sites as project requirements dictate, which is typical for consulting engagements.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will review your application and resume, focusing on relevant service design experience, industry exposure (especially public sector/health), and alignment with Accenture's values.
• Hiring Manager Interview: This typically involves a discussion about your experience, motivations, and understanding of service design principles. You might be asked about specific projects and your role in them.
• Portfolio Review & Presentation: A significant part of the process will involve presenting your design portfolio. Be prepared to walk through 1-2 key projects, detailing your process, challenges, solutions, and outcomes.
• Skills-Based Assessment/Case Study: You may be given a hypothetical service design challenge to solve, or be asked to elaborate on how you would approach a specific client problem. This assesses your problem-solving, design thinking, and communication skills.
• Behavioral & Cultural Fit Interview: This stage assesses your alignment with Accenture's values, your ability to collaborate within diverse teams, and your approach to challenges and growth. Questions will focus on teamwork, leadership, and resilience.
• Final Round: Potentially with a senior leader or practice lead, focusing on strategic thinking and overall fit for the organization and the Song Service team.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your service design expertise, especially those relevant to public sector, health, or complex service ecosystems. Showcase a range of skills from research to implementation.
• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed (emphasizing human-centered methods), key decisions, challenges overcome, and the impact or outcomes achieved. Use visuals effectively.
• Highlight Collaboration: Detail how you worked with cross-functional teams and stakeholders. Specify your unique contributions within team projects.
• Focus on Impact & Value: Quantify results where possible (e.g., improved user satisfaction scores, reduced process times, increased adoption rates). If quantitative data is unavailable, articulate the qualitative value and strategic impact.
• Be Prepared for Deep Dives: Anticipate detailed questions about your design choices, research methods, and how you handled specific project constraints or feedback.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly analyze the client's industry, user base, and stated objectives.
• Structure Your Thinking: Outline your approach using a recognized framework (e.g., Design Thinking stages). Clearly articulate your assumptions, research plan, proposed solutions, and how you would measure success.
• Emphasize User-Centricity: Always bring it back to understanding and serving the user.
• Consider Constraints: Acknowledge potential technical, budgetary, or organizational constraints and how your solutions would navigate them.
• Practice Articulation: Rehearse presenting your approach clearly and concisely, anticipating questions from interviewers.

📝 Enhancement Note: Accenture's consulting interview process is rigorous. A strong, well-articulated portfolio is non-negotiable. For this specific role, demonstrating an understanding of public sector constraints and user needs is key. The "Song Service" context means showing empathy for mission-driven organizations is important.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Software: Figma, Sketch, Adobe XD, InVision, Miro, Mural (for collaborative whiteboarding and ideation).
• User Research Platforms: SurveyMonkey, Typeform, UserTesting.com, Lookback, Dovetail (for qualitative data analysis).
• Project Management & Collaboration: Jira, Confluence, Asana, Trello, Microsoft Teams, Slack.
• Process Mapping Tools: Lucidchart, Visio, Draw.io.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (understanding their application in service design context).
• BI Tools: Tableau, Power BI (for visualizing user behavior data and service performance metrics).
• Data Analysis: Excel, SQL (basic proficiency may be beneficial for understanding quantitative research data).

CRM & Automation:

• While not a core CRM/automation role, understanding how service designs integrate with CRM systems (e.g., Salesforce) and automation platforms (e.g., Pega, ServiceNow) to deliver seamless customer journeys is advantageous.

📝 Enhancement Note: Proficiency in design and collaboration tools is essential. For a consulting role, the ability to quickly adapt to client-specific toolsets and demonstrate how these tools facilitate the design process is key. Familiarity with GDS components and standards is a significant plus.

👥 Team Culture & Values

Operations Values:

• Client Value Creation: A primary focus on delivering tangible, measurable value to clients, ensuring their business objectives are met through effective service design.
• Human-Centered Approach: Deep empathy for users and a commitment to designing services that are intuitive, accessible, and meet genuine needs.
• Innovation & Creativity: Encouraging new ideas and approaches to problem-solving, pushing the boundaries of traditional service design.
• Collaboration & Teamwork: Fostering an environment where diverse perspectives are valued, and collective intelligence drives better outcomes.
• Excellence & Quality: Maintaining high standards in all deliverables, from research insights to final design artefacts and client presentations.
• Integrity & Ethics: Upholding ethical principles, especially crucial when working with sensitive data and vulnerable user groups in the public and health sectors.

Collaboration Style:

• Cross-functional Integration: Seamless collaboration with strategists, technologists, business analysts, and UX/UI designers to ensure holistic service solutions.
• Open Communication: Encouraging transparent and constructive dialogue, where feedback is readily shared and acted upon.
• Co-creation Culture: Actively involving clients and end-users in the design process through workshops and iterative feedback loops.
• Knowledge Sharing: A commitment to sharing best practices, learnings, and insights across the team and the wider Accenture network.

📝 Enhancement Note: Accenture's core values, such as "Client Value Creation," "One Global Network," "Respect for the Individual," and "Best People," are deeply embedded. For the Song Service team, these are likely amplified by a mission-driven ethos, emphasizing the positive societal impact of their work.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Stakeholder Landscapes: Public sector and large organizations often have many stakeholders with competing priorities, requiring strong negotiation and influencing skills.
• Balancing User Needs with Business/Technical Constraints: Ensuring that user-centered designs are also feasible within budget, technological limitations, and organizational structures.
• Driving Change in Established Organizations: Implementing new service designs and user-centric approaches within organizations that may have deeply ingrained processes and cultures.
• Measuring Long-Term Impact: Demonstrating the sustained value of service design initiatives beyond initial implementation.
• Adapting to Evolving Technologies & Trends: Staying current with rapidly changing digital landscapes and integrating new technologies effectively into service designs.

Learning & Development Opportunities:

• Service Design Specialization: Advanced training and certifications in specific service design frameworks, tools, and emerging methodologies.
• Industry Expertise: Deep dives into the Health, Government, and Education sectors, understanding their unique challenges and regulatory environments.
• Leadership & Management Skills: Development programs focused on project leadership, client relationship management, and team mentorship.
• Innovation & Future Trends: Exposure to Accenture's innovation labs and foresight initiatives, exploring emerging technologies like AI, IoT, and their application in service design.
• Cross-Disciplinary Skill Building: Opportunities to learn from and collaborate with experts in strategy, technology, data analytics, and digital marketing.

📝 Enhancement Note: Accenture's commitment to "360° value" includes investing in its people. The challenges presented are typical for consulting roles, especially in complex public sector environments, and are framed as opportunities for professional growth and skill development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you've redesigned. What was the problem, your process, and the outcome?" (Focus on methodology, user-centricity, and impact.)
• "How do you balance user needs with business objectives and technical constraints in your designs?" (Assess problem-solving and pragmatism.)
• "How would you approach designing a new digital service for a government agency facing budget cuts and low citizen trust?" (Test strategic thinking, understanding of public sector, and empathy.)
• "Walk me through a service blueprint you created. What insights did it reveal, and how did it inform the design?" (Demonstrate practical application of tools.)

Company & Culture Questions:

• "Why Accenture Song, and why the Song Service team specifically?" (Research the company's mission and the team's focus.)
• "How do you contribute to a collaborative team environment?" (Highlight teamwork and communication skills.)
• "How do you stay updated on service design trends and new technologies?" (Showcase continuous learning.)
• "Describe a time you had to influence a senior stakeholder who disagreed with your design recommendation." (Assess influencing and communication skills.)

Portfolio Presentation Strategy:

• Structure is Key: Begin with a clear overview of your role and the project's context. Use a narrative arc: Problem -> Research -> Ideation -> Design -> Testing -> Outcome.
• Visual Storytelling: Use high-quality visuals of your artefacts (journey maps, wireframes, prototypes) to illustrate your points. Ensure they are legible and easy to understand.
• Focus on "Why": For every decision, explain the rationale behind it, linking it back to user needs or business goals.
• Quantify Impact: Whenever possible, present metrics that demonstrate the success of your designs. If metrics are unavailable, articulate the qualitative benefits and strategic value.
• Be Ready for Questions: Anticipate detailed questions about your process, tools, and decision-making. Be honest about challenges and how you addressed them.

📝 Enhancement Note: Accenture interviews are designed to assess both technical capability and cultural fit. A candidate must be able to articulate their design process clearly, demonstrate strategic thinking, and show an understanding of how their work contributes to client success and societal impact, particularly within the public sector context.

📌 Application Steps

To apply for this Service Design Consultant position:

• Submit your application through the Accenture Careers portal (link provided).
• Tailor Your Resume: Emphasize keywords related to service design, human-centered design, customer journey mapping, prototyping, user research, public sector, and client engagement. Highlight achievements with quantifiable results where possible.
• Curate Your Portfolio: Select 2-3 strong projects that best showcase your end-to-end service design capabilities, especially any relevant to the public sector, health, or government. Ensure it clearly articulates your process, role, and impact. Prepare a concise presentation of your chosen projects.
• Research Accenture Song & Song Service: Understand their mission, values, and recent work, particularly in the industries mentioned (Health, Government, Education). Familiarize yourself with the GDS standards if applicable.
• Prepare for Behavioral & Situational Questions: Reflect on past experiences that demonstrate collaboration, problem-solving, influencing, and leadership. Practice articulating your design process and rationale clearly and concisely.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations/consulting industry-standard assumptions. All details, particularly regarding salary ranges and specific interview processes, should be verified directly with the hiring organization before making application decisions.